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Job Description:

Our large Public Accounting client is seeking a team of PSCOE Agents to support their US operations. These are 100% REMOTE contract roles that may extend or convert to full-time employment.

The PSCOE Agent is a team player who works to first understand the customer's needs and then takes responsibility for resolving the issue while providing an excellent client experience. The Agent also handles non-technical requests, engaging the appropriate business teams to ensure resolution. As a contact for questions related to the product, the Agent has visibility to product roadmaps and influences the design of feature enhancements.

Job Description:

• Work with Shift Manager and team members to ensure all service level agreements and performance metrics are met.

• Properly research, troubleshoot and resolve customer issues.

• Maintain active communication with clients, providing functional and technical guidance to customers.

• Contribute to ongoing improvement and expansion of product materials and technical documentation.

• Maintain detailed records of customer interactions in the customer support system of record.

• Sustain working knowledge of Grant Thornton products and technologies.

Qualities:

• Positive, customer centric attitude

• Excellent written and verbal communication skills

• Excellent time management skills

• Solution oriented problem solving skills

• Proficiency with Microsoft Office 365 (Outlook, Word, Excel, PowerPoint) required

• Experience with Microsoft Teams, SharePoint and OneDrive beneficial

• Experience with Atlassian Jira Service Management and/or Confluence preferred

• Flexibility to work night shift on a rotational basis (1 month out of 3)

#pcit

#LI-REMOTE

Product Support Center of Excellence Agent

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Job Description:

Product Support Center of Excellence Agent

Job ID:

Pay rate range:

City:

State:

Duration:

Job Type:

Job Description:

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